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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Monitor and Optimize Contact Center Operations | - Operational excellence
| |
| Topic 2: Configure Users, Security, and Work Distribution | - Manage operational settings
| |
| Topic 3: Configure Agents and AI Capabilities | 10-15% | - Enable AI-assisted experiences
|
| Topic 4: Deploy Dynamics 365 Contact Center | 15-20% | - Deploy contact center environments
|
| Topic 5: Implement Channels | 30-35% | - Configure customer engagement channels
|
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NEW QUESTION # 68
A company plans to introduce an autonomous AI agent that identifies customer intent to customer service representatives in phases.
The rollout must be controlled and support phased adoption based on business readiness. The rollout must NOT enable the agent for all workloads at the same time.
You need to implement the rollout.
What are two actions you can perform? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer: A,B
Explanation:
To implement a phased rollout of autonomous agents like the Customer Intent Agent within Dynamics 365 Contact Center, you use the built-in Rollout manager.
Here is exactly how the process functions to achieve a staged deployment:
[A]
Rollout Plans: You navigate to Agent hub via the Copilot Service admin center. From there, you can build phased rollout plans to manage adoption gradually across your organization.
[E]
Lines of Business (LOB): To segment the deployment and avoid a global release, you partition the agent's scope using Lines of Business. This enables you to target the AI agent's intent discovery features to specific departments, case conditions, or operational units first, rather than applying them to all workloads simultaneously.
Reference:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/create-rollout-plans
NEW QUESTION # 69
Quality assurance wants completed conversations automatically scored against a consistent rubric (tone, resolution, compliance) instead of supervisors manually reviewing a random sample by hand.
You need to recommend a capability to configure.
What should you use?
Answer: C
Explanation:
The Quality Evaluation agent automatically evaluates completed conversations against configured criteria/rubrics, reducing reliance on fully manual sampling-based QA review. The Health Agent focuses on proactive operational issue detection, not conversation quality scoring.
NEW QUESTION # 70
You need to meet the company's business requirements for analytics and monitoring.
Which features should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION # 71
Hotspot Question
A company configures a workstream.
The company requires the system to:
- Detect needed skills automatically.
- Assign priority.
You need to configure classification.
What should you use for each configuration? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
Box 1: Machine learning model
To assign needed skills automatically through work classification in a Dynamics 365 Contact Center workstream, you must configure work classification rulesets using either logical decision lists or an intelligent skill finder machine learning model.
Set the default matching algorithm, such as exact or closest match, on the workstream.
Box 2: Classification rule
To assign priority via work classification in a Dynamics 365 Contact Center workstream, you must configure a logical work classification ruleset with rule items that evaluate incoming work conditions and set priority as an output attribute.
Reference:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-skill-based-routing
NEW QUESTION # 72
Representatives want an automatically generated summary of a long conversation once it ends, to speed up wrap-up and case notes.
You need to enable this capability.
What should you configure?
Answer: A
Explanation:
Copilot summaries automatically generate a condensed summary of a conversation for the representative, reducing manual wrap-up time. "Ask a question" lets representatives query knowledge sources conversationally during a call/chat, and a smart assist bot proactively surfaces suggestions - both are related but distinct capabilities from automatic conversation summarization.
NEW QUESTION # 73
......
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